Messaging
The same agent, on the channel where people actually reply
Connect a WhatsApp business number and the agent answers there with the same knowledge base, the same guardrails and the same hand-off rules it uses on your site. A conversation that started on a product page can continue on WhatsApp without the person starting over.
What moves between the two
Inbound messages reach the agent that already runs on your site: one knowledge base, not two that drift apart.
Identified data and the transcript land in the same conversation record as the web channel.
Hand-off behaves identically: the conversation goes to a person with the history attached.
Setting it up
- 01
Add the WhatsApp channel in the dashboard and connect your business number.
- 02
Choose which agent answers on it.
- 03
Set the hand-off rule: who receives the conversation when the agent escalates.
Questions
- Do I need a separate agent for WhatsApp?
- No. A channel binds to an agent that already exists, which is exactly why the answers stay consistent between the site and WhatsApp.
- Does history carry between channels?
- The record belongs to the person, so what was identified on the site is available when the same person writes on WhatsApp.
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